Support can only be contacted Monday through Friday. Please take a look at our Opening Hours here.
If you find that you are having trouble with a purchase, feel free to contact our Adopt Me support agents, who will be more than happy to assist you.
To get in touch with us for assistance with this, please follow these steps:
- Access Adopt Me Support by heading to our Support page.
- After this, you can click the Red Panda icon in the middle to sign in on Roblox.
- Sign in to Roblox as you normally would.
- You will be redirected to a page that informs you our site is requesting access to see your Username (including Display Name, Avatar, and Profile Link) and User ID. This is all we will be able to see, and we have no other access to anything else relating to your account; to reiterate, we have no access to your account, just the ability to view your username. This helps us confirm that you are the person you say you are.
- Please read through everything carefully, and once ready, select "Confirm and Give Access." If you press cancel, you will not be able to access support. We can only offer support to the connected account, meaning you cannot use an alternate account.
- We will inform you that you are signed in! You may need to press the "Get Support" icon again for the Support widget to appear on the right hand side of your screen.
- Select "I Didn't Receive My Purchase" from the menu.
- From here on out, follow the instructions in the chat box and answer honestly, otherwise we may not be able to help.
- You will be asked to select the items you are having trouble with purchasing.
- Once the main issue has been selected, we will ask you more questions about the purchasing issue, as well as requesting proof of the purchase.
Once this process has been completed and you have certified that your claim is real, your appeal will be passed on to our agents to investigate further.
Within 72 hours of submission, an Adopt Me support agent will contact you to provide any further assistance required.